NBN Key Facts Sheet:

Are you an existing TPG customer?

Let Us Call You

Fill in your details and we will contact you with the most amazing NBN Bundle offer as soon as your home is NBN ready.

Thank you for submitting your details. We will be in touch shortly.

Unfortunately an error has occurred when processing your request. Please try again in a few minutes.
If you continue to experience the same problem, please contact TPG on 1300 720 016 for further assistance.

Contact Details

By making an enquiry, you are consenting to TPG handling your personal information in accordance with our Privacy Policy. Please refer to our Personal Information Collection Notice for information about how we might use or disclose your personal information and your rights regarding your information.

Why TPG NBN?

Geoff on Google Reviews "Flawless execution and the speed is such a refreshing change from ADSL...top marks to TPG !! Thank you!"

Neil on Google Reviews"Very happy with the prompt installation of the NBN service, everything went smoothly, I was kept informed of the progress and when completed I plugged the modem in and it just worked speed is great. I have been with TPG since 2004 and have always had great service."

Speed Options

For families, we recommend the Fast Speed option. If you have multiple heavy Internet users in your home, then go for the Superfast Speed which is the fastest NBN speed available.

Flexibility

Move up or down your plan anytime without any change fee, keep your existing phone number or get a new one at signup.

Check International Call Rates(39¢ call connection applies)Call connection not charged for the first 100 minutes (L Bundle) each month and for all calls to specific International destinations (XL Bundle)

13/1300 Calls

30¢per call

18/1800 Calls

Free

19/1900 Calls

Not supported

Directory Assistance - 1223

$1.10per call

TPG 13 14 23

Free

TPG defines a Local Call to be a call made to a number in the same Standard Zone Unit or an adjacent Standard Zone Unit.

Allows you to see the phone number of the person calling you on your TPG Voice Service (Only applicable on phones that supports Caller ID) more

$0

Call Barring

Call Barring allows you to restrict certain call types that can be dialed from your TPG Voice Service. You can choose to bar the following call types through the TPG Voice Service Control Panel Tool within Your Account:

Outgoing national long distance calls (STD)

Outgoing calls to mobile phones

Outgoing international calls

Please note Call Forwarding features will not work if you have barred outgoing national long distance calls.

Pricing

This feature is free to customers on NBN Bundle Plans.

Activating This Service

This feature is ready to use and doesn't require activation. Log into Your Account to configure Call Barring through the TPG Voice Service Control Panel Tool:

Number Display/ Number Block

With Number Display/Number Block, you can select whether you would like your phone number displayed or blocked when calling other parties.

Pricing

This feature is free to customers on NBN Bundle Plans.

Activating This Service

This feature is ready to use and doesn't require activation. Log into Your Account to configure Number Display/Number Block through the TPG Voice Service Control Panel Tool:

Call Waiting

Call Waiting notifies you if someone is calling on your TPG Voice Service while you are already on a call. You can place the first call on hold to answer the second incoming call, and switch back again. To use this feature your phone will need to have either the 'recall' or 'flash' button.

Pricing

This feature is free to customers on NBN Bundle Plans.

Activating This Service

This feature is ready to use and doesn't require activation.

Using This Service

If you hear a beep while on a call, you simply press the 'Recall' or 'Flash' button to switch to the second call. Once finished you simply press 'Recall' or 'Flash' button again to return to the original call.

Call Forwarding

Call Forwarding allows you to divert calls from your TPG Voice Service number to a different number.
You have the options to forward the following call types:

All incoming calls

If no reply

Please note 'Divert if no reply' will not work if you have chosen to divert all incoming calls. Call forwarding to international numbers is not supported.

Pricing

Activating This Service

This feature is ready to use and doesn't require activation. Log into Your Account to set up Call Forwarding through the TPG Voice Service Control Panel Tool:

Caller ID

Caller ID allows you to see the phone number of the person calling you on your TPG Voice Service. This feature is only applicable on the phones that supports Caller ID. Please note not every number will show up, unlisted numbers, numbers blocked by the caller, international calls or calls from some areas within Australia will appear as PRIVATE or UNAVAILABLE.

Availability:

Only available in selected coverage areas. Please check availability in your area. Further availability checks will be conducted upon registration.

Minimum Charge for NBN Bundle calculated as:

(contract term x $(NBN Bundle monthly charge) + Setup + $20 Prepayment + $10 Equipment Delivery Fee).
Additional once off $300 nbn™ New Development Charge applies if your premises is identified by nbn™ as being within the site boundary of a new development. Early termination fees apply.

NBN Speeds:

Typical Evening Download Speed is measured between 7pm and 11pm. The actual speeds for the service may be slower and vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. For FTTB, FTTN and FTTC customers, we will inform you of your maximum line sync speed once available. If you are on a higher speed NBN plan, you have the option to downgrade to a lower speed plan without any penalties. For Fixed Wireless customers, your user experience could also vary due to congestion and fixed wireless network limitations.

CSG:

Above monthly charge and setup pricing is based on customers agreeing to waive the Customer Service Guarantee (CSG). For more information please contact TPG Sales on 13 14 23.

Schedule an appointment

After you submitted your NBN Bundle application to TPG, our service delivery team will do an assessment on your address and determine if an NBN installer needs to visit your premises. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

On the day of installation

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to complete the copper cabling and check that your premises is properly connected to the NBN.

Equipment

TPG will provide you with a 4 port Wi-Fi Modem Router with VoIP capabilities that will let you connect to the internet and make/receive phone calls using your TPG Voice Service. Click here for more details.

The technicians are not required to install any further equipment.

Track Installation Progress

Schedule an appointment

After you submitted your NBN Bundle application to TPG, our service delivery team will do an assessment on your address and determine if an NBN installer needs to visit your premises. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

On the day of installation

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN installer. The next step is for your installer to complete the copper cabling and check that your premises is properly connected to the NBN.

NBN supplied equipment

Your NBN installer will physically connect the FTTC connection to the NBN network and install the NBN Connection Device (NCD) in your premises.

The NBN installers are not required to install any further equipment. However, you can ask the installer on the day if they can customise the installation of your NBN equipment (additional charges apply).

Schedule an appointment

After you submitted your NBN Bundle application to TPG, our service delivery team will do an assessment on your address and determine if an NBN installer needs to visit your premises. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

Before your installation appointment

You will need to think about where you want the NBN equipment to be installed, as on the day of installation you will need to point out to the installer the location where you want these NBN equipment to be installed. The installer will confirm whether the requested work can be performed without additional charges. Most suitable places are: near an accessible power point, in a cool, dry, ventilated area and away from busy areas where it may be knocked and damaged.

You need to be aware of fact that the NBN connection box will be installed somewhere 'inside' your premises which may not be in your desired area. This placement may impact how you get connected to NBN service.

On the day of installation

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to complete the copper cabling and check that your premises is properly connected to the NBN.

NBN supplied equipment

The NBN equipment installed is comprised of three components:

NBN Outdoor antenna (also known as ODU)

Cable that connects the outdoor antenna into your property, the wall outlet and the connection box.

NBN connection box (also known as Network Termination Device or NTD)

The technicians are not required to install any further equipment.

Things to expect during installation

NBN has a strict "leave it as it's found" policy so there is no need to be concerned about any permanent damage to your property. A standard installation normally takes between approximately 2 and 4 hours. If you request the NBN technician to perform a non-standard installation, the time required may be longer.

Also remember, some furniture may need to be moved and some drilling work might be required to mount the equipment, so be prepared for noise and dusts. Some places might not be possible due to safety or other considerations such as if there is additional wiring work required.

Schedule an appointment

After you submitted your NBN Bundle application to TPG, our service delivery team will do an assessment on your address and determine if an NBN installer needs to visit your premises. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

Before your installation appointment

You will need to think about where you want the NBN equipment to be installed, as on the day of installation you will need to point out to the installer the location where you want these NBN equipment to be installed. The installer will confirm whether the requested work can be performed without additional charges. Most suitable places are: near an accessible power point, in a cool, dry, ventilated area and away from busy areas where it may be knocked and damaged.

You need to be aware of fact that the NBN connection box will be installed somewhere 'inside' your premises which may not be in your desired area. This placement may impact how you get connected to NBN service.

On the day of installation

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to complete the copper cabling and check that your premises is properly connected to the NBN.

NBN supplied equipment

Your installation may include some or all of the equipment below. NBN Co installer can confirm what equipment has been installed at your property.

NBN Utility Box (also known as Premises Connection Device - PCD)

NBN Connection Box (also known as Network Termination Device - NTD)

Coaxial cable to connect your wall outlet to your NBN connection box

A splitter if you have a pay TV service or existing cable internet that is connected to the same wall outlet as your NBN connection box.

A new wall outlet may be installed.

The technicians are not required to install any further equipment. However, you can ask the technician on the day if they can customise the installation of your NBN equipment (additional charges apply).

Schedule an appointment

After you submitted your NBN Bundle application to TPG, our service delivery team will do an assessment on your address and determine if an NBN installer needs to visit your premises. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

Before your installation appointment

You will need to think about where you want the NBN equipment to be installed, as on the day of installation you will need to point out to the installer the location where you want these NBN equipment to be installed. The installer will confirm whether the requested work can be performed without additional charges. Most suitable places are: near an accessible power point, in a cool, dry, ventilated area and away from busy areas where it may be knocked and damaged.

You need to be aware of fact that the NBN connection box will be installed somewhere 'inside' your premises which may not be in your desired area. This placement may impact how you get connected to NBN service.

On the day of installation

When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to complete the copper cabling and check that your premises is properly connected to the NBN.

NBN supplied equipment

NBN Co installer will install all the equipment required to connect your premises to the NBN network, which may include a:

NBN Utility Box (also known as Premises Connection Device - PCD)

NBN Connection Box (also known as Network Termination Device - NTD)

The technicians are not required to install any further equipment.

Things to expect during installation

If your building doesn't already have a fibre-optic cable connected, running the cable into your premises may require the digging of a small trench, or, if it's coming from overhead, some minor clearing of vegetation. NBN Co has a strict "leave it as it's found" policy so there is no need to be concerned about any permanent damage to your property. If your premises already have fibre-optic cable connected to a Premises Connection Device (PCD), standard installations normally take between approximately 2 and 4 hours. If your premises do not have the fibre optic cable connected then a standard installation could take between 4 and 8 hours. If you request the NBN Co technician to perform a non-standard installation, the time required may be longer.

Also remember, some furniture may need to be moved and some drilling work might be required to mount the equipment, so be prepared for noise and dusts. Some places might not be possible due to safety or other considerations such as if there is additional wiring work required.

1Consists of peak (8:30am - 2:30am) and off peak (2:30am - 8:30am) monthly usage quota. Speed will be shaped to 128Kbps/128Kbps for the period in which the monthly usage quota has been exceeded (peak and/or off peak). Downloads and uploads counted.

2Speed will be shaped to 32Kbps/32Kbps for the billing cycle in which the monthly usage quota has been exceeded. Downloads and uploads are counted.

Monthly Usage Quota:

TPG may, on giving you 7 days notice by email, adjust the start/finish (but not the length) of peak/off peak times.

TPG Voice Service Special Note:

TPG Voice Service on NBN FTTN, FTTB, FTTC, Cable (HFC) and Fixed Wireless is a Digital Voice Service which is delivered using Voice over Internet Protocol (VoIP) technology. Digital Voice Service requires a broadband connection and power to the Wi-Fi modem router supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the Digital Voice Service will not work and you cannot make phone calls including "000" emergency calls.

TPG Voice Service supports fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network. Fax to international numbers is not reliable and VoIP based fax is not supported. This plan does not support the Priority Assistance Scheme.

TPG Voice Service does not support old dial up technology devices with built in modems such as EFTPOS, Back to Base Alarms and Foxtel Program purchase. These devices have been replaced by Internet Protocol (IP) enabled devices and many TPG customers are able to use EFTPOS, Back to Base alarms and Foxtel Program purchase through the internet provided that their devices are IP enabled. For further details on IP enabled devices contact your device supplier. TPG Voice Service also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

Once an NBN Bundle plan is purchased, you cannot separately cancel either component (NBN Broadband or Voice Service). Cancellation will cease both services. You cannot purchase either TPG NBN Broadband or Voice Service as a standalone service.

TPG Voice Service Number:

At registration time, you can choose to port your existing number to TPG or have TPG supply a Direct Inward Dial Number (DID) for use with the Voice Service. This number will be allocated to you based on the address which you provide us at the time of registration.
TPG will make use of your number as a reference point to charge for local calls. TPG will use its best endeavours to supply the Integrated Public Number Database (IPND) with your address details for the purpose of emergency services (000) calling.

Number Porting:

You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to TPG. We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or as a result of contractual obligations with your existing provider. If you are porting your number to TPG, inbound calling to your number will not commence until porting is complete which will take a further 1 to 5 business days.

TPG Voice Service Included Calls:

Included Calls (NBN Fixed Wireless S Bundle):

The NBN S Bundle allows you to make unlimited Local Calls (excluding 13/1300 numbers) and unlimited Standard National Calls to Landlines.
Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the bundle (e.g. AU Mobile numbers, calls to 13/1300 and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment.
The service is for residential consumers only and may not be used for commercial purposes.

Included Calls (NBN S Bundle):

Charges for calls are not included in the NBN S Bundle plan and will be charged at Listed TPG rates on a 'pay as you go' basis and deducted from your Prepayment. Calls to 19/1900 numbers are not supported.

Included Calls (NBN M Bundle):

The NBN M Bundle allows you to make unlimited Local Calls and unlimited Standard National Calls to Landlines, excluding 13/1300 Calls. Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the bundle (e.g. calls to 13/1300, AU Mobile numbers and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Included Calls (NBN Fixed Wireless M Bundle):

The NBN M Bundle allows you to make unlimited Local Calls and unlimited Standard National Calls to Landlines, excluding 13/1300 Calls. Calls to 19/1900 numbers are not supported.
Charges for calls made that are not included in the bundle (e.g. calls to 13/1300, AU Mobile numbers and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment.
The service is for residential consumers only and may not be used for commercial purposes.

Included Calls (NBN SL Bundle):

Charges for calls are not included in the NBN SL Bundle plan and will be charged at Listed TPG rates on a 'pay as you go' basis and deducted from your Prepayment. Calls to 19/1900 numbers are not supported.

Included Calls (NBN Fixed Wireless SL Bundle):

Charges for calls are not included in the NBN SL Bundle plan and will be charged at Listed TPG rates on a 'pay as you go' basis and deducted from your Prepayment. Calls to 19/1900 numbers are not supported.

Included Calls (NBN Extra Bundle):

The NBN Extra Bundle allows you to make unlimited Local Calls (includes 13/1300 numbers) and unlimited Standard National Calls to Landlines. Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the bundle (e.g. AU Mobile numbers and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Included Calls (NBN L Bundle & XL Bundle):

The NBN L Bundle and XL Bundle allow you to make unlimited Local Calls and unlimited Standard National Calls to Landlines, excluding 13/1300 Calls. Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the bundle (e.g. calls to 13/1300, AU Mobile numbers and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

The 100 International Minutes per month included in the NBN Extra Bundle, L Bundle and XL Bundle can be used to call International Landline and Mobile destinations (excluding calls to satellite phones) listed on our International Call Rates page.

Standard per minute rates listed on our International Call Rates page apply after the first 100 minutes of International Calls and for calls to satellite phones. Unused included minutes for international calls expire at the end of each month.

Included Calls (NBN XXL Bundle):

Included Calls (NBN Fixed Wireless XXL Bundle):

The NBN XXL Bundle allows you to make unlimited calls to Landline and Mobile numbers in 11 countries (Canada, China, France, Germany, Greece, Hong Kong, Malaysia, Singapore, Taiwan, United Kingdom, United States), unlimited Local Calls, unlimited Standard National Calls to Landlines (excluding 13/1300 Calls) and unlimited calls to Standard Australian Mobiles.
Calls to 19/1900 numbers are not supported. The bundle also includes 500 Call Minutes to India per month. Unused included minutes for calls to India expire at the end of each month. Standard per minute rates listed on our International Call Rates page apply for International Calls to other countries, calls to India after the first 500 minutes of International Calls, and calls to satellite phones.
Charges for calls made that are not included in the bundle (e.g. 13/1300 numbers and Directory Services) will be charged at Listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Oz Talk Add-on:

This add-on allows you to make unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the add-on (e.g. calls to 13/1300, International Calls and Directory Services) will be charged at listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Prepayment:

All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.

Installation:

After you have submitted your order, TPG will confirm if an installation appointment is needed. If an installation appointment is needed, TPG will organise this and contact you with the appointment details. You or an authorised person over 18 years of age will be required to be at the premises on the day of the appointment.

NBN services require a backup battery unit to keep power going to your NBN Network Termination Device in the event of a power outage so that some elements of your telephone service can continue to operate for an estimated period of time of about 5 hours during the power outage. TPG NBN service does not include the supply of a backup battery unit. This means during a power outage, you will not be able to make or receive any calls, including calls to emergency services. Please ensure that you have an alternative method to make calls such as a mobile phone.

* Important: An additional once off $300 nbn™ New Development Charge will apply if you are moving home and the premises you are moving to is identified by nbn™ as being within the site boundary of a new development.

If you are moving to NBN and you are getting a new phone number, once your service relocation is processed we will charge you $20 as Prepayment Outside Included Value for your new number and any applicable fee for add-on/bundled service. Any unused Prepayment for your old phone number will be credited back to your account 3 days after the relocation has completed.

# You will be allocated a new TPG username. A new phone number will be assigned based on the address of your new location.
^ You will be allocated a new TPG username.

^ The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

Note: Once an NBN Bundle plan is purchased, you cannot separately cancel either component (NBN Broadband or Home Phone/Digital Voice service). Cancellation will cease both services. You cannot purchase either TPG NBN Broadband or TPG Home phone/Digital Voice service as a standalone service.

What is the NBN?

The National Broadband Network (NBN) is a national communications infrastructure currently being built by nbn™ on behalf of the Federal Government.

When is the NBN coming to my area?

NBN Co has scheduled the roll out of the network around the country. To find out when your area will be covered by the NBN, check the NBN Co's coverage map

When can I sign up for TPG NBN service?

You can sign up to TPG NBN service when it is available in your area. To check for availability, please enter your address here.

Do I have to switch to the NBN?

If you live in an area where NBN has been rolled out and you wish to keep your landline or Internet service, you will need to switch to the NBN before the copper based services in your area are disabled. This may occur about 18 months after NBN becomes available in your area.

You will not need to switch to NBN If you live in an area where NBN Fixed Wireless has been rolled out. Copper based services will not be disabled in Fixed Wireless areas, however we recommend to make the switch and enjoy the speeds of the NBN.

Are the speeds provided by the NBN guaranteed?

Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. For FTTB and FTTN customers, we will inform you of your maximum line sync speed once available. If you are on a higher speed NBN plan, you have the option to downgrade to a lower speed plan without any penalties

What are the various access technologies used by the NBN?

The rollout of the NBN network uses a mix of access technologies to deliver a fast and reliable internet service, wherever you live in Australia. The type of access technology that will connect your home or business to the NBN network will depend on your location.

TPG delivers NBN services on the following access technologies:

Fibre to the Premises (FTTP): FTTP delivers fast broadband by running fibre-optic cable from a fibre node directly to the end-user premises.

Fibre to the Node (FTTN):FTTN is a way of delivering access to fast broadband by running fibre-optic cable to a neighbourhood node/cabinet and from there using the existing copper network to the end-user premises.

Fibre to the Building (FTTB): FTTB is a way of delivering access to fast broadband by running fibre-optic cable to the basement of multi-dwelling units such as apartment blocks and from there using the existing copper wire to the end-user premises.

Fibre to the Curb (FTTC): FTTC is a way of delivering access to fast broadband by running fibre-optic cable to an outdoor pit near the end user’s premises and from there using the existing copper network to the end-user premises.

Cable/Hybrid Fibre Coaxial (HFC): HFC is a network technology that allows access to fast broadband services using a combination of fibre and coaxial cable to connect your home to the NBN network.

Fixed Wireless: NBN Fixed Wireless services are delivered by radio communications from an nbn™ Fixed Wireless facility directly to a small outdoor antenna attached to your premises. The nbn™ Fixed Wireless network uses advanced technology commonly referred to as LTE or 4G, and is engineered to deliver services to a fixed number of premises within each coverage area. This means that the bandwidth per household is designed to be more consistent than mobile wireless, even in peak times of use. Unlike a mobile wireless service where speeds can be affected by the number of people moving into and out of the area, the speed available in a Fixed Wireless network is designed to remain relatively steady.

# Typical Evening Download Speed is measured between 7pm and 11pm. The actual speeds for the service may be slower and vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. For FTTB, FTTN and FTTC customers, we will inform you of your maximum line sync speed once available. If you are on a higher speed NBN plan, you have the option to downgrade to a lower speed plan without any penalties. For Fixed Wireless customers, your user experience could also vary due to congestion and fixed wireless network limitations.

Can I get TPG NBN?

If you are an existing TPG ADSL2+ customer and interested in the NBN service, please click here or call our Customer Service on 1300 920 158.

I'm renting, how do I get the NBN?

For NBN Fibre to the Premises (FTTP) and Fixed Wireless, you will need to get permission from the property owner to install NBN equipment in your premises. We recommend that you discuss with your property manager or landlord about installation of TPG NBN service.

Will TPG supply me with a router to work with the NBN?

How long will the installation of my NBN service take?

Installation of NBN service can take between 2 to 30 working days depending on the demand of NBN services in your area and the availability of the nbn™ technician to perform the installation.

Will TPG notify me of the installation date during the application process?

Yes. You will be sent an email notification confirming the installation date and timeframe. We will also notify you if a technician appointment is required to install your NBN service. You, or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit.

Is a technician appointment required to install the NBN service?

A technician might be required to attend to your premises to complete the installation and make sure you are connected to the NBN network. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. On the installation day, an NBN installer will come to your home to do the necessary work.

If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

Will my TPG NBN service work when there is a power failure?

TPG NBN service on FTTN, FTTB, FTTC, HFC and Fixed Wireless technologies will NOT work in the event of a power outage. The Voice Service requires a broadband connection and power to the Wi-Fi modem supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the Digital Voice Service will not work and you cannot make phone calls including "000" emergency calls.

NBN services require a backup battery unit to keep power going to your NBN Network Termination Device in the event of a power outage so that some elements of your telephone service can continue to operate for an estimated period of time of about 5 hours during the power outage. TPG NBN service does not include the supply of a backup battery unit. This means during a power outage, you will not be able to make or receive any calls, including calls to emergency services. Please ensure that you have an alternative method to make calls such as a mobile phone.

What is my Network Boundary Point?

TPG is responsible to deliver the service to the Network Boundary Point. The Network Boundary Point is dependent on the NBN access technology used to deliver the service.

FTTN/FTTC: Your first Telecommunications Outlet which can be the first wall socket in a free standing premises (e.g. house) or your side of the Main Distribution Frame (MDF) in a multi dwelling unit (e.g. apartment).

FTTB: Your side of the Main Distribution Frame (MDF). This is a small telecommunications room in a common area within your block. This applies mainly for apartments, office blocks or larger business premises.

I have NBN with another provider. Can I get NBN from TPG?

Can I port (transfer) my existing phone number to TPG?

You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to TPG. We may not be able to port your number in all circumstances, this includes failure to provide account details, or contractual obligations with your existing provider. If you are porting your number to TPG, inbound calling to your number will not commence until porting is complete which will take additional 1 to 5 business days after your TPG NBN service is installed.

Can I use my existing phone wall socket for TPG Voice service?

If you have NBN FTTN, FTTB, FTTC, HFC or Fixed Wireless:
You can use your current telephone handset, however it will have to be plugged into the VoIP port on the supplied Wi-Fi Modem Router using a standard telephone cable.

If you have NBN FTTP:
You can use your current telephone handset, however it will have to be plugged directly to one of the UNI-V ports on your NBN Connection Box (NTD). When your NBN service is activated, we will advise you of which port to use. If you wish to connect your phone to an existing wall socket, you should check if your in-premises wiring is connected to the NBN service. If it is not connected to NBN, you may need to install additional permanent phone or data cabling through wall, floor or ceiling cavities which must be done by a cabler registered with an Australian Communications and Media Authority (ACMA) accredited industry registrar.

To be able to port my number, what information do I need to provide?

You will need to provide your current Account Number provided by your current phone provider. This can be found on any bill you receive from your phone provider for your phone service. Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.

Can I keep the phone number assigned by TPG when I no longer want to have the Voice service with TPG?

You need to check with the new or gaining provider if they are able to port from TPG.

While my phone number is being ported to TPG, can I still make outgoing calls?

Yes, as soon as TPG NBN service has been installed, you will be able to make outgoing calls from your TPG Voice Service. TPG will charge you for any call usage. However, inbound calling to your number will not commence on TPG Voice Service until porting is completed which will take an additional 1 to 5 business days after your TPG NBN Service is installed.

What Spend Management Tools does TPG offer?

With TPG Voice Service, you can monitor your actual usage (in near real time), bar outbound calls of various types, and make use of other spend management tools via My Account at www.tpg.com.au/account. For more information about using these tools, please contact Customer Service on 13 14 23.

Once TPG NBN Voice Service is installed, are there any services that will not work on my TPG Voice Service?

TPG Voice Service does not support old dial up technology devices with built in modems such as EFTPOS, Back to Base Alarms and Foxtel Program purchase. These devices have been replaced by Internet Protocol (IP) enabled devices and many TPG customers are able to use EFTPOS, Back to Base alarms and Foxtel Program purchase through the internet provided that their devices are IP enabled. For further details on IP enabled devices contact your device supplier. TPG Voice Service also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

Can I watch Foxtel if I have TPG NBN bundle service?

Does Foxtel On Demand or program purchase work with TPG NBN?

If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet or Wi-Fi connection (set top box dependant) in the set top box to connect via TPG NBN Broadband.

If you have the older Foxtel set top box without an Ethernet or Wi-Fi connection, program purchase through your landline will not work with TPG Voice service. We suggest you contact Foxtel about upgrading your set top box.

Once I register for NBN Bundle, can I cancel the NBN service or Voice service component?

No, the NBN or Voice service cannot be cancelled separately. Since TPG NBN is a bundle plan, cancellation will cease both services.

Do I need to call my current provider to cancel my existing home phone service or Internet?

Once your TPG NBN bundle service has been activated, if you currently have any existing services such as phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. TPG recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. TPG is not responsible for these charges. If you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

How am I charged for TPG NBN Bundle?

Monthly access charges are billed monthly in advance.

Prepayment:
All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.

How do the mobile and national call caps work?

Take advantage of some fantastic savings with our National Cap and National Mobile Cap.

National Call Cap: Charges are capped at $2 for up to the first 20 minutes per call. Per minute national call charges apply thereafter (charged per 30 seconds)

National Mobile Call Cap: Charges are capped at $2.48 for up to the first 20 minutes per call. Per minute national mobile call charges apply thereafter (charged per 30 seconds)

Can I view my TPG Voice Service call usage online?

Can I use TPG Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

No. TPG Voice is full service including line rental, local, national, international and home to mobile calls. Customers must not preselect to another carrier or use the TPG Voice service to make override calls on a third party network.

Will I receive paper bill?

No. You can view the current and previous bills online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au). It’s simple and secure. Select 'Your Account Statement' under 'Account Management'.

What is nbn™ New development Charge?

New Development Charge is a one-time charge of $300 to all new orders for services in new development locations. This charge is a contribution in a new development to the infrastructure cost of the nbn™ network.

We will inform you during the registration process if the New Development Charge applies to your premises.

Can I keep all the same specific services and features when I change my phone company to TPG?

TPG Voice offers a range of free standard features e.g. call barring, call waiting, call forwarding. However there may be some specific services on your existing line that are incompatible with TPG Voice.

How do I activate the standard features like call barring and call waiting?

Can I forward/divert calls to international numbers?

No, call forwarding to international numbers is not supported.

Will my phone number be listed in the directory when I port my number across from my current phone provider to TPG?

Your directory listing (if any) from your previous provider may or may not be carried across to TPG. TPG will not list your number by default, however customers may choose to list the number in the directory by logging into Your Account section after their account with TPG is active.

How do I list my TPG Voice Service number in the directory?

Please follow the instructions below to register your existing TPG Voice Service number in the Directory Listing.

How much does a relocation cost?

What if I am relocating to a location where TPG does not offer NBN?

We may be able to offer other products that are available in your new location. Standard NBN Bundle relocation fee applies.

Can I change my NBN plan?

You can only change plan (upgrade/downgrade) with TPG NBN service. TPG NBN Bundle customers are not able to change their plan to a TPG ADSL2+/ADSL services. Please refer to our NBN Additional Pricing.

Is there any cancellation fee if I cancel my TPG NBN service?

There is no cancellation fee if you are out of contract or in a no lock-in contract term. You may cancel the service by giving TPG at least 30 days written notice. You must pay for the service until the end of the notice period.

Cancellation fee applies if you are still currently in a contract. The cancellation fee is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

I am an existing TPG ADSL2+ customer. Can I switch to TPG NBN plan?

If you are an existing TPG ADSL2+ customer and interested in the NBN service, please click here or call our Customer Service on 1300 920 158.

Do I have to return the included Wi-Fi Modem Router if I cancel my service?